Responsibilities

• Serve as a high-touch point of contact for members with nuanced inquiries, escalated service needs, or requests that benefit from a personal response both in person and through phone, video, and email
• Cultivate relationships with current, lapsed, and prospective members in ways that reflect MAA’s values and community
• Represent MAA at select section meetings, professional conferences, and other events; proactively engage members and prospective members on behalf of the organization
• Support the onboarding experience for new members, ensuring a welcoming and informative introduction to MAA benefits and programs
• Oversee the “In Memoriam" column in MAA FOCUS coordinating with member authors and editors
• Implement recruitment and retention campaigns, in coordination with the Marketing & Communications team, developed by the Director of Marketing & Communications, including email outreach, direct mail, and digital promotions
• Draft and coordinate follow-up communications throughout the annual renewal cycle, including targeted outreach to lapsed and at-risk members
• Collaborate with the Development Department under the direction of the Senior Manager of Philanthropic Services and Operations for multi-purpose member outreach
• Track campaign activity and help assess effectiveness in coordination with the Marketing & Communications team; surface insights and feedback from member interactions to inform future strategy
• Support list preparation and segmentation for targeted outreach efforts in coordination with IT

Requirements

• Bachelor’s degree or equivalent combination of education and work experience
• 2 years of experience in customer relations, member-facing marketing, member relations or a related field
• Ability to travel up to 15%
• Exceptional interpersonal skills with a demonstrated ability to build and maintain relationships with diverse constituencies
• Strong written and verbal communication skills; able to represent the organization with professionalism in person and in writing
• Ability to manage multiple projects simultaneously with attention to detail and follow-through

Preferred

• Experience working in an association or nonprofit membership environment preferred
• Proficiency in Google Workspace (Docs, Sheets, Gmail, Drive)
• Familiarity with association management systems (AMS) or CRM platforms preferred
• Comfort with data reporting and basic analysis; ability to translate data into actionable insights a plus